Aestheva Medical Aesthetics

Even though I haven’t had a treatment at this clinic yet, I’m already so impressed with the level of care and professionalism! I’ve visited a few times to purchase skincare products, and every experience has been nothing short of amazing. The front desk staff person I have encountered is incredibly knowledgeable, friendly, and always willing to help. She takes the time to explain each product, recommend what’s best for my skin type, and even offer samples so I can try things before committing. It’s clear they genuinely care about their clients and want everyone to feel confident in their choices. I can’t wait to book my first laser treatment soon!

The nicest boutique clinic in Victoria. The staff are always so welcoming, their product knowledge is top notch and the clinic is beautiful and clean! Dr. Ross is very attentive, professional and a highly skilled. Don't walk, RUN!

Prompt, inviting, kind and professional are all words I can use to describe my visit with Dr Ross today. The office was immaculate. I walked in and was seen immediately and there was no pressure to buy product or more services than I had booked in for.
I really appreciated the experience.
Jane

Just had a very welcoming and great experience here. Had a very thorough consultation with Dr. Helen Ross and look forward to continuing my services here going forward.

Hormone therapy is expensive, but it's the only thing that has kept me upright in menopause. Unfortunately, it's cost prohibitive for me long term, so I’ve been seeking less expensive options.

I contacted this clinic hoping to transfer my care from my current, more expensive provider. I explained that I’ve been on hormone therapy for 1.5 years, had just completed lab work one week prior, and could provide current dosages. I was advised new patient fees would be $400 for the initial consult, cost for lab work (usually $300 for me), $300 for a follow-up to get results and treatment, and $300 for each follow-up after that.

I asked if, given my recent labs and continuing-care status, the doctor could review everything in one visit, suggest any tweaks, and schedule my next follow-up in a few months — instead of restarting the full process and fees.

The front desk staff repeated the standard protocol for new patients. I asked multiple times if she could clarify with the doctor the fees to transfer care, but she insisted I book a $400 appointment to ask in person. I explained I was trying to reduce costs and couldn’t justify paying $400 just to find out if this was a financially viable switch. After repeated asking, she finally agreed to speak with the doctor at the end of the day and said she’d follow up the next day.

Ten days passed with no response. I left a voicemail restating my question. The next day they left a message — still no answer — just telling me to call them back. It’s frustrating to wait 11 days for a simple answer, only to be told to start the process over.

When I called back, the staff member (who sounded exactly like the one I had spoken to) denied it was her but was just as evasive and dismissive as the first person. When I expressed my frustration about having to chase the same question for almost two weeks, she told me the conversation felt “inflamed.” I acknowledged my frustration — which felt justified — and again asked her to follow through and speak with the doctor. After nine minutes of going in circles, she reluctantly agreed… then added, “I’ll also be asking the doctor whether or not you’re a good fit for our clinic.”

I replied, “You know what, you make a good point. I don’t think this clinic is a good fit for me. Don’t bother talking to the doctor. I’ll find someone else.”

I considered contacting the doctor directly, but I genuinely doubt the message would get through the front desk. So I’m leaving this review in hopes she sees it.

As a business owner myself, I know how damaging it is when staff create unnecessary barriers between clients and care. I also know how seriously a poor review can impact a business. But this seems to be the only way to share my experience with the doctor.

I’m especially disappointed because I’ve heard excellent things about Dr. Ross and had truly hoped to work with her. But I won't put my health, time, or money in the hands of a clinic that’s dismissive, unaccountable, and unwilling to follow through.

I will stay with my current provider — even though they cost more — because my questions are answered promptly, my time is respected, and I’m treated with kindness and professionalism.

My decision to write this review was validated when I spoke with another practitioner today who told me three of their patients — in the past two weeks — described similarly rude, dismissive interactions with the front desk at this clinic, including one who, like me, was trying to transfer care with recent labs and active prescriptions.

If Dr. Ross contacts me directly to make things right, I would be open to removing this review.